Why a clean railway must mean an end to outsourcing

Why a clean railway must mean an end to outsourcing RMT report May 2024

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“We simply don't have the time to do all the jobs they tell the public we do, nothing gets sanitised, toilets get a basic wipe, we can't do the majority of the drop-down tables”.

“They expect the same standard of work when we did have 8 people.

We now have 4 people if we are lucky.”

“Cutbacks are part of being outsourced”.

Executive summary •

Passengers value cleanliness on trains and stations. Cleanliness is described by Transport Focus as ‘a key element of the passenger experience’.

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Most train operating companies have outsourced their cleaning operations to ‘specialist’ facilities management companies like OCS, Mitie, ISS, Carlisle and Churchill.

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Outsourcing cleaning companies win business by setting their prices as low as possible and they make profits by winning contracts and cutting their labour costs. Workers’ wages can represent as much as 85% of outsourcing companies’ costs, giving these companies big incentives to cut the number of people working on their contracts or to drive down their pay and conditions. For all these reasons, outsourcing cleaning creates more risk of poor cleanliness.

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Service Quality Data (SQR) published by the Train Operating Companies (TOCs) under their National Contracts strongly suggests that both outsourcing companies and their TOC clients are getting ‘free money’ while providing poor cleaning services.

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In both 2022-23 and 2023-24 both years, 6 out of 10 franchises saw the outsourced cleaning of their trains and/or stations fall below the benchmarks set for them over the course of the year.

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This is in spite of the fact that cleaning benchmarks are consistently the lowest in the SQR regime. In 9 out of 10 TOCs, station cleaning requires the contractor to meet a lower percentage score than on any other quality measure.

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Several TOCs have had their targets lowered by the DfT to make it easier for the outsourcing companies and their clients to achieve their objectives, hold onto

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their contracts and secure bigger performance-based fees.

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Even where benchmarks are being hit, the real situation is likely to be worse than data suggest. Two thirds of RMT outsourced cleaners surveyed (66%) said that they believed the real situation would be worse or much worse than what public figures show, characterising the inspections as a tick box exercise.

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Outsourced cleaners are under constant pressure to cut corners and boost company profits by delivering more with less resource:

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75% of surveyed outsourced cleaners reported that their workload has increased since they started working in their jobs;

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More than 85% reported that they sometimes or frequently come under pressure to take on more work;

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80% reported that they feel under pressure to cut corners in their work as a consequence.

Low paid cleaners are engaged in a daily struggle just to get by. More than 80% reported that they sometimes or regularly struggle to make ends meet, while between 80 and 90% of respondents agree that they would consider coming into work while sick, worry about their bills every month and worry about having enough money in retirement.

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Passengers value cleanliness on trains and stations As passenger watchdog Transport Focus recently argued, ‘personal security and cleanliness/upkeep in its various guises, both at stations and on trains, are key elements of the passenger experience. Getting these right contributes to overall passenger satisfaction or dissatisfaction.’

Conducting research on what passengers value in terms of cleanliness, Transport Focus found that: • • • • •

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Passengers don’t want dirt or germs to transfer to themselves; Litter is seen as unhygienic; The smell of urine on trains and stations is seen to be unhygienic Passengers dislike the absence of litter bins or bins that are full and overflowing; Passengers expect litter to be removed (and tables cleaned where necessary) after a train arrives at its destination and before passengers board for the return journey Passengers place a high value on well-presented clean toilets; A clean, well maintained environment creates a sense of safety as it implies staff presence.1

Outsourced cleaning – Possibly cheaper, probably dirtier Cleaning on the railways is overwhelmingly outsourced to private sub-contractors. Most train operating companies have outsourced their cleaning operations to ‘specialist’ facilities management companies like OCS, Mitie, ISS, Carlisle and Churchill.

As RMT showed in its 2021 report Cleaning Up the Railway outsourced cleaning companies win business by setting their prices as low as possible and they make profits by winning contracts and cutting their labour costs. Paying workers’ wages can represent as much as 85% of outsourcing companies’ costs. That means that outsourcing companies have big incentives to cut the number of people working on their contracts or to drive down their pay and conditions:

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Outsourcing companies typically cut labour costs by reducing the number of cleaners and not paying them proper sick pay. This means that fewer cleaners have to work more quickly and cut corners, while cleaners come into work while sick.

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Because of the low pay and poor working conditions, outsourcing can lead to high turnover among staff and the loss of skilled and experienced cleaners.

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In the workplace, fragmenting the workforce breaks up the connection between workers in the ‘core’ and so-called ‘non-core’ areas like cleaning. This makes it harder for people to work together to ensure that transport networks are being

https://www.transportfocus.org.uk/publication/what-makes-for-a-clean-and-safe-railway/

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cleaned properly.

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In addition, outsourcing contracts can be complex to manage and difficult to change, making it hard for public transport systems to respond to crises quickly. 2

For all these reasons, outsourcing cleaning creates more risk of poor cleanliness.

Contracted out cleaning might be cheaper – at least for the Train Operating Company, if not for the public as a whole - but the evidence strongly suggests it’s dirtier.3

Service Quality Regime shows outsourcing companies and their clients getting ‘Free money’ for poor cleaning Under their National Rail Contracts with the Department for Transport, the train operating companies are subject to a service quality regime that is supposed to monitor their performance in customer service. This includes things like the condition of their stations and trains, the quality of the information provided to customers and the cleanliness of trains and stations.

Under this regime, the DfT agrees benchmarks with each train operating company for a series of performance indicators that are supposed to guarantee a good customer experience. Train Operating Companies who hit their benchmarks are more likely to be scored well in terms of the ‘Service Quality’ aspect of their performance-based fee, meaning they will make bigger profits. In theory, failing to hit their benchmarks should represent a contravention of their National Rail Contracts. This could lead to the Secretary of State terminating their contracts.

The Service Quality regime hit the news recently after Avanti West Coast managers were exposed describing it as an opportunity to get ‘free money’. One of the reasons they described it in this way was because it is not particularly challenging to secure the scores necessary to collect this element of the performance fee from the DfT.4 SQR was in the news again shortly afterwards when it was revealed that the DfT was lowering the

Cleaning Up the Railway, (RMT, 2021); Grimshaw, D, Cartwright, J, Keizer, A & Rubery, J 2014, Coming Clean: contractual and procurement practices: Equality and Human Rights Commission Research report 96, Equality and Human Rights Commission, Manchester, pp. 24-25; Lethbridge, Empty Promises, pp. ; See also, Ursula Huws, ‘Outsourcing and the fragmentation of employment relations: the challenges ahead’, ACAS Future of Workplace Paper discussion paper, August 2012, http://www.acas.org.uk/media/pdf/p/8/Outsourcing-and-thefragmentation-of-employment-relationsthe-challenges-ahead.pdf 3 Elkomy, Cookson, Jones, ‘Cheap and Dirty: The Effect of Contracting out Cleaning on Efficiency and Effectiveness’, pp. 193-202.

4 ‘Free money!’ Avanti West Coast bosses caught joking about UK government handouts | Rail industry | The Guardian - https://www.theguardian.com/business/2024/jan/16/free-money-avanti-west-coastbosses-caught-joking-about-uk-government-handouts 2

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benchmarks used to judge Service Quality for some Train Operating Companies to help them hit their targets and get their ‘free money’.5 Two of the key measures of service quality are the cleanliness of stations and trains.

Train operating companies are judged on how clean stations are and how clean trains are. They are judged on the general cleanliness of stations, the exterior and interior cleanliness of trains, the presence of litter, etching and graffiti and the cleanliness of their toilets.

RMT examined the available data for train operating companies who outsource their cleaning. The results are in Tables 1 and 2. The key overall result from this analysis was that in both years, 6 out of 10 franchises saw the outsourced cleaning of their trains and/or stations fall below the benchmarks set for them over the course of the year. 6 In 2022-23, Bidvest Noonan on c2c, outsourced cleaning by OCS on Great Western and South-Western, and Churchill on Southeastern and Govia Thameslink railways all fell below their annual benchmarks on one or both measures. Churchill’s performance on Southeastern was particularly woeful, falling below 50% of its benchmark (Table 1).

The following year, in 2023-24, failures to hit their annual benchmarks were recorded by Carlisle on Avanti West Coast, OCS on Great Western, Alstom on Cross Country, Bidvest Noonan on c2c and Churchill on Southeastern and ISS on Northern stations (Table 2).7 Some outsourcing companies are benefitting from the DfT’s policy of lowering benchmarks to help train companies get their bonuses and avoid penalties. Churchill, for example, benefited from having the benchmark on their train cleaning substantially lowered on Govia Thameslink Railways. Cross Country got the benchmarks on their train cleaning lowered in Period 7 of 2023-4, from 79% to 65%. Churchill also had their station cleaning benchmark lowered massively on Southeastern from 86% to 54%. In spite of this, they failed to hit it once again, scoring only 40%. Churchill’s train cleaning benchmark was lowered by 10% and they also failed to hit that.

It’s also notable that cleaning benchmarks are consistently the lowest in the SQR regime. In 9 out of 10 TOCs, station cleaning requires the contractor to meet a lower percentage score than on any other measure. In other words, outsourcing companies are given more scope to under-perform than in-house services and yet their record is demonstrably poor.

Ministers cut performance targets for biggest UK rail franchise (ft.com) https://www.ft.com/content/16011adf-94a6-415b-8d3a-78f4cbbddc58 6 Transpennine Trains, and LNER do not publish full data. In part this is probably because they operate under the OLR and as such have no performance-based fee regime into which the SQR regime is plugged.

West Midlands do not publish full data on benchmarks and performance for either year so have been omitted.

7 Avanti do not provide any data for the previous year (2022-23) so it’s not possible to compare their performance year-on-year.

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Table 1: SQR data, 2022-238 2022-23 Stations: Cleanliness and Graffiti Franchise

Sub-contractors

Avanti West Coast

Alstom (OCS), Carlisle (stations) Bidvest Noonan (Trains and stations)

c2c Cross Country East Midlands Great Western Greater Anglia Southeastern SouthWestern Govia Thameslink Railways Northern Trains Ltd

Trains: Cleanliness and Graffiti

Benchmark

Average

Benchmark

Average

-

-

-

-

77.0%

73.9%

91.0%

96.7%

-

-

79.0%

76.2%

53.0%

69.5%

83.0%

88.2%

70.0%

65.0%

80.0%

81.3%

75.0%

82.0%

88.0%

87.0%

86.0%

39.0%

88.0%

72.3%

74.0%

74.3%

84.0%

82.4%

Churchill (trains and stations)

57.0%

50.9%

77.0%

71.0%

ISS (Stations)

75.0%

75.0%

84.0%

85.8%

Alstom (trains) Churchill (trains and stations) OCS (trains and stations) Stations: Carlisle (stations) Trains: Inhouse Churchill (trains and stations) OCS (trains and stations)

The source data was gathered and analysed from those TOCs who have published significant amounts of data. See Appendix for links to the original data.

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Table 2: SQR data, 2023-24 2023-24 Stations: Cleanliness and Graffiti Franchise

Sub-contractors

Avanti West Coast

Alstom (OCS), Carlisle (stations) Bidvest Noonan (Trains and stations)

c2c Cross Country East Midlands Great Western Greater Anglia Southeastern SouthWestern Thameslink, Southern Great Northern Northern Trains Ltd

Trains: Cleanliness and Graffiti

Benchmark

Average

Benchmark

Average

68.0%

66.9%

94.0%

96.2%

76.0%

68.0%

94.0%

97.5%

ND

ND

79.0%

74.1%

65.0%

72.2%

84.0%

90.9%

70.0%

58.1%

80.0%

87.3%

77.0%

87.0%

84.0%

91.0%

54.0%

40.8%

76.0%

72.2%

76.0%

82.3%

84.0%

89.7%

Churchill (trains and stations)

57.0%

59.0%

71.0%

79.9%

ISS (Stations)

75.0%

73.3%

84.0%

86.2%

Alstom (trains) Churchill (trains and stations) OCS (trains and stations) Stations: Carlisle (stations) Trains: Inhouse Churchill (trains and stations) OCS (trains and stations)

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Cleaners themselves say the situation is worse than the SQR data show RMT surveyed its outsourced cleaners recently and asked them about the SQR regime.

We asked them whether they were aware of it, whether they were aware of inspections and what they thought of the data produced.

Most cleaners (70%) were aware of the SQR regime and were aware of inspections taking place. Opinion was divided on whether passengers could have confidence in the data produced with 49% saying they could not.

But most significantly, two thirds (66%) said that they believed the real situation would be worse or much worse than what the data suggests (Figure 1).

Figure 1: Is the real situation likely to be better or worse than Service Quality Regime data shows?

45.00% 40.00% 35.00% 30.00% 25.00% Responses

20.00%

15.00% 10.00% 5.00% 0.00% Much better

Better

Worse

Much worse

In their comments, many cleaners suggested that outsourcing companies gamed the regulatory system, with management informing cleaning staff of forthcoming inspections by supposed ‘mystery shoppers’ and drafting in extra staff to achieve better scores on the day.

“More staff are drafted to know inspection areas for the day, and lots of cover ups are done to seemingly make good for the inspection scores, so of which outcomes are promissory and not accomplished”.

“Management inform us of each inspection taking place”.

“The standards for passing has fallen.”

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“Inspectors doing reports from the chair, working with company, not real inspections” “Inspection done in the office, inspectors work with company, no reality” “They tend to do them when trains don't need a lot of cleaning and are on time” “We are told which units are under inspection and given more time to clean them properly to pass said inspection.”

Where cleaners reported on failing audits, they pointed to their workloads and underresourcing, describing the Service Quality Regime as a tick box exercise that fails to recognise the problems in delivering real standards.

“We get a picture of a cup in a busy waiting room on a Saturday for example. A cup is not as important as dealing with a blocked toilet that someone has put bottles down and trying to keep the toilets clean when drunks football fans etc destroy them. Rather than looking for minor things they should be aware of the major things we are doing as some of the things they highlight are getting ridiculous on a busy station.”

“We are not being given suitable cleaning products due to cost cutting cutbacks to maintain cleaning standards” “Outsourced companies hire the least amount of staff possible. If companies like ----- truly fulfilled the contract requirements then the trains would be much cleaner but they care too much about profit than the actual agreement made with TOC to keep trains clean” “These inspections of our work are never accurate many are made up and they do not reflect on the very little time we have on board the train to clean it. The cleaners do their best with the current situation they have.”

“Audits are used only to attack and ridicule staff for things they’ve missed or things they want done. With equipment which is heavily damaged or broken or we don’t have the right equipment for that task or time for it. In my opinion my company ---- (current employer) and ----- (past employer) both don’t care or prioritise customer standards or health and safety. Rather it’s just a way to attack bully and harass staff and look for ways to remove staff and other things like cut costs to remove staff or equipment that would help us but they deem unnecessary and useless when in true sense they are useful and necessary.”

“Everything is so rushed you can't do everything that you are supposed to do in the time given so you have to sacrifice something's to be able to cope.”

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“The trains sent out Saturday and Sunday are not fit for the customers due to no staff weekends”.

Cleaners are put under pressure to cut corners and boost profits The cleaners we surveyed reported that their workloads were increasing and that they are put under pressure to cut corners by their managers. Out of the nearly 800 surveyed, • • •

75% reported that their workload has increased since they started working in their jobs (Figure2); More than 85% reported that they sometimes or frequently come under pressure to take on more work (Figure 3); 80% reported that they feel under pressure to cut corners in their work as a consequence (Figure 4).

Figure 2: Since you began working with your current employer, has your workload increased, decreased or stayed the same?

80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

Responses

Increased

Decreased

Stayed the same

Figure 3: Have you ever felt pressured by your managers to take on more work and if so, how often?

60.00% 50.00% 40.00% 30.00%

Responses

20.00% 10.00% 0.00% Frequently

Sometimes

Infrequently

Never

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Figure 4: How often do you feel under pressure to cut corners to fulfil your workload?

50.00% 45.00% 40.00% 35.00% 30.00% 25.00%

Responses

20.00% 15.00% 10.00% 5.00% 0.00% Frequently

Sometimes

Infrequently

Never

In their comments, train cleaners, depot cleaners and station cleaners alike stress common themes: cuts to staffing complements, rising workloads, under-resourcing and unreasonable expectations on workers.

On-Board cleaners: “I get given 8 trains instead of 6 trains max for 2 staff and get no choice but to cut corners to get them all done.”

“I have 7 minutes to clean my trains” “Pushing us more and more as no staff hardly specially weekends when we have 5 staff and 25 trains to clean.”

“We sometimes have to cut corners especially when trains run late we have no choice” “As an on board cleaner we are constantly being given extra tasks there has never been a time and motion study done on these new tasks. It is impossible to clean 11 carriages plus toilets and sanitise in 20 minutes” “On Voyagers we have 18 minutes to complete our work before getting on other set. Impossible to do” “We have been instructed to use broken equipment by our supervisor and team leader and have been chastised for reporting broken equipment. We are regularly encouraged to lie on documentation.”

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Depot cleaners: “We are always told to cut corners so that all the trains can be attended to other wise with the staff numbers we have, about 1/4 of the fleet that comes in on a nightly basis would go back into service dirty”.

“More work is given with no extra pay. Work load has near in tripled. No extra time is given to complete tasks. No extra staff are given to achieve this”.

“I started in January 2022 on a 10hr shift, by September they had cut the hours to 8.5hrs and the amount of units to clean increased lowering the time to clean each unit to standard.”

“The worst is the weekends when there's so much rubbish. Sick is the worst thing having to clean on the train.”

“Some days our team will have 11/14 trains to clean . It’s very difficult when it’s so many nine carriage trains.”

“It has increased due to lack of staff being employed also they’re answer to getting people in is using agency. The agency are either in for 2 days then go due to getting track work, or can hardly speak a word of English which makes others feel unsafe working with them as they can’t understand and get confused about what to do.”

Station cleaners: “My stations have been increased and added all KPI jobs to cleaners. Eg., we have to clean all platforms, public toilets, clean all messrooms and ticket offices and removing all rubbish twice daily. Plus, cleaning graffiti, removing chewing gum, unblock toilets when it is blocked and cleaning pigeon mess, removing vegetation which all these used to be other separate groups of staff jobs. Now everything is on a cleaner, cleaning 3 stations or more have to travel far away to go and throw rubbish away.”

“I sometimes have to work by myself covering a schedule aimed to have a constant 3 man roaming team covering 3 stations daily” “We are not being given suitable cleaning products due to cost cutting cutbacks to maintain cleaning standards” “On nights we have to rush through jobs to get them all done” “We need to clean walls, panels, stairs, ramps, handrails, gate line poster boards and stations sign. Before all these jobs belong to deep clean team.”

“They expect the same standard of work when we did have 8 people. We now have 4 people if we are lucky. This creates extra work load for all of us.”

“Cutbacks are part of being outsourced.”

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“You get screamed at if jobs aren’t done and you worry how safe your job is.”

Hidden from view: the outsourced cleaners on the breadline Outsourcing is popular with the train operating companies and the government because in the name of ‘efficiencies’ it is possible to cut costs and make the operating cost of each contract look lower. Outsourcing is also good for the train operating companies because it effectively takes cleaners ‘off the books’, hiding the scandal of low pay behind a maze of contracts. In 2021, when RMT asked Train Operating Companies how many cleaners worked on their contracts, the majority of them said they had no idea. 9 This failure is repeated by the wider rail industry. The Office of Rail and Road, for example, counts the number of Full Time Equivalent Staff employed by Train Operating Companies. It makes no attempt to count or ask the TOCs to count the number of outsourced cleaners who work on their contracts. It treats them as though they don’t exist.

A recent study of employment costs conducted by Income Data Services no behalf of the Office of Rail and Road, excluded most cleaners from its analysis. It did this by drawing a completely arbitrary line around directly employed TOC staff and noting cleaners are “commonly outsourced in the rail industry.” The IDS report calculated that the median salary of an in-house cleaner was 31% higher than the median of an outsourced cleaner. This would mean that the median salary of an outsourced cleaner would be £17,172. Unsurprisingly perhaps, for a report tasked with identifying ‘above market rate’ pay in the rail industry, it went on to say nothing more about rail cleaners’ pay. Once again, low-paid outsourced cleaners are effectively treated as though they don’t exist.10 In negotiations on cleaners’ pay, it is common to find multinational outsourcing companies claiming that they can’t afford to lift pay because the contracts aren’t funded properly and ‘the client is king’, while multinational-owned train operating companies wash their hands by saying they’re not the employer and pass the buck back to the outsourcing giants.

All the while, as RMT’s survey of outsourced cleaners shows, the reality is that cleaners are engaged in a daily struggle just to get by.

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More than 80% reported that they sometimes or regularly struggle to make ends meet (Figure 5); Between 80 and 90% of respondents agree that they would consider coming into work while sick, worry about their bills every month and worry about having enough money in retirement (Table 3).

See, Cleaning Up the Railway, p. 21: https://www.rmt.org.uk/news/cleaning-up-the-railways/

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review-of-rail-industry-employment-costs-06-10-2022_1 (1).pdf

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Figure 5: Which statement best reflects your experience?

60.00% 50.00% 40.00% 30.00% Responses

20.00% 10.00% 0.00% I regularly I sometimes I get by on what This job provides struggle to make struggle to make I earn me with the ends meet ends meet income I need

Table 3: Which statement best reflects your experience?

I will consider coming into work when sick because I can’t afford to stay off work I worry about paying my bills each month I worry about having enough money to get by when I retire

Strongly agree

Agree

Not sure

Disagree

Strongly disagree

66.72%

19.13%

5.42%

4.67%

4.07%

58.99%

32.10%

4.76%

3.38%

0.77%

70.06%

20.52%

5.32%

2.28%

1.82%

Conclusion Since privatisation, cleaning has been viewed as an ancillary or ‘non-core’ service that it is justifiable to outsource since efficiencies can be pushed through without harming the core business of the railway.

This was always a false idea and it acted to justify the grotesque exploitation of outsourced workers. Since the pandemic, there has been an enhanced public understanding that services like cleaning are far from ‘non-core’. As Transport Focus has recognised, cleaning is a key underpinning of the passenger experience and a vital function to a railway trying to win back and grow its passenger numbers.

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Outsourcing is not only morally wrong, it is also an outdated ideology that produces a degraded service provision. As cleaners themselves testify, it is simply not possible to clean trains and stations properly with constant pressure to cut staff numbers, increase workloads and drive up the intensity of work.

Now the data available from the SQR regime strongly supports the testimony of the cleaners. Outsourcing companies are failing to deliver agreed targets. But rather than confront the causes of this, the government and train companies’ response has been to lower targets to keep companies and contractors’ profits flowing.

This is a corrupt and inefficient system which needs to be replaced. Outsourcing has had its day and it is time that cleaning, along with all ancillary services, was reintegrated into the other functions of the railway.

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Appendix: Service Quality Regime data SQR data has been gathered from those Train Operating Companies who publish relatively full data on Service Quality performance. Transpennine Trains, and LNER do not publish full data. In part this is probably because they operate under the OLR and as such have no performance-based fee regime into which the SQR regime is plugged.

West Midlands do not publish full data on benchmarks and performance for either year so have been omitted. Avanti do not provide any data for the previous year (2022-23) so it’s not possible to compare their performance year-on-year.

1. Avanti West Coast: Rail Passenger Rights & Obligations Regulations | Avanti West Coast - https://www.avantiwestcoast.co.uk/about-us/policies-andprocedures/pro-regulation ; 2. Cross Country: Key Business Performance Indicators | CrossCountry (crosscountrytrains.co.uk) 3. c2c: 6634dcc468941-6634dcc468943SQR-Website-Data-6.pdf.pdf (c2conline.co.uk) 4. East Midlands: https://www.eastmidlandsrailway.co.uk/help-manage/aboutus/performance/service-quality-regime 5. Great Western: Service Quality Excellence | Great Western Railway (gwr.com) https://www.gwr.com/about-gwr/what-you-can-expect/performance/servicequality-excellence; 6. Greater Anglia: download (greateranglia.co.uk) https://www.greateranglia.co.uk/media/12422/download?inline 7. Govia Thameslink Railways: Station and train audits | Thameslink (thameslinkrailway.com) - https://www.thameslinkrailway.com/about-us/howwere-performing/train-and-station-audits; 8. Southeastern: Service Quality | Southeastern (southeasternrailway.co.uk) https://www.southeasternrailway.co.uk/about-us/service-quality; 9. South Western: Rail Service Quality Report | South Western Railway https://www.southwesternrailway.com/travelling-with-us/performance/railservice-quality-report#Section7; 10. Northern: https://www.northernrailway.co.uk/about-us/customer/servicequality

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